Resort Nights Manager - Barton Manor Hotel & Spa - Liverpool
(2024-12)
- To Ensure the smooth running of service when you are on duty.
- To Promote a professional and hospitable image to the guest. Give full cooperation to any guest requiring assistance with a prompt, caring and helpful attitude.
- Being flexible in assisting around the Hotel in response to business and guest needs.
- Maintaing regular and efficient communication relating to your shift and attend all hotel meetings as required.
- Assisting with the personnel and training function in the hotel, taking on specific responsibilities in this area.
- Takeing on supervisory responsibilities in specific departments as required and assist in all Catering areas operationally.
- Assist in the training and induction of new staff in conjunction with the Heads of Department.
- Ensureing the security of the hotel, stocks and keys at all times whilst on duty.
- Assisting the Operations manager in complying with legal obligations in relation to Health & Safety. Ensure that risk assessments are carried out and reviewed regularly.
- Identifying and report maintenance requirements/hazards in the workplace.
- Assumeing responsibility whilst on duty for any emergency situations in line with procedures.
- Attend any training meetings as required.
Duty Manager - Cliveden House 5* Hotel - Taplow, Buckinghamshire
(2023-06 - 2024-12)
- Being A Champions a culture of exceptional guest service, ensuring every guest interaction is positive, professional, and personalised.
- Being a visible presence in the hotel, proactively engaging with guests to ascertain their needs, gather feedback, and ensure satisfaction.
- Handling of guest complaints and concerns with empathy, efficiency, and empowerment, seeking resolutions that uphold the hotel's reputation.
- Ensuring all guest-facing areas are maintained to the highest standards of cleanliness, presentation, and ambiance.
- Coordinating with all departments (Front Office, Housekeeping, Food & Beverage, Spa, Maintenance) to ensure seamless service delivery.
- Manages VIP arrivals and departures, ensuring any special requests or preferences are meticulously catered for.
- Maintaining an up-to-date knowledge of hotel services, local attractions, and events to provide accurate information and assistance to guests.
- Assuming responsibility for the smooth running of the hotel, particularly during evenings, weekends, and in the absence of senior management.
- Conducting regular inspections of all hotel areas, ensuring compliance with quality, safety, and hygiene standards.
- Front Office operations, including check-in/check-out procedures, reservations, and guest accounting, ensuring accuracy and efficiency.
- Log all operational incidents, guest feedback, and noteworthy events in the Duty Manager's log, ensuring effective communication and follow-up.
- Assist in managing and controlling operational costs without compromising on quality or guest experience.
- Fully conversant with the hotel's Property Management System (PMS) and other relevant software.
- Supervise, supports, and motivates team members across various departments during the shift.
- Assist in the training and development of staff, ensuring they are equipped with the skills and knowledge to perform their duties effectively.
- Fostering a positive and collaborative working environment.
- Ensureing adherence to company policies, procedures, and service standards.
- Assist in managing staff rotas and deployment to meet business needs.
- Conduct shift briefings and handovers to ensure all relevant information is communicated effectively.
- Ensure full compliance with all Health & Safety regulations, fire procedures, and licensing laws.
- Act as a key responder in emergency situations (e.g., fire, medical emergency, security incident), following established protocols to ensure guest and staff safety.
- Conduct as regular safety checks and reports any hazards or maintenance issues promptly.
- knowledgeable about the hotel's crisis management and business continuity plans.
- Prepare and distributes daily operational reports as required.
- Handling correspondence and queries promptly and professionally.
- Participating in regular operational meetings.
- Undertake any other reasonable duties, tasks, or special projects as assigned by senior management.
- Promote the hotel's facilities and services to enhance guest experience and revenue.
Night Manager - Hilton Liverpool - Merseyside
(2022-01 - 2023-05)
4 Star Hotel 200 + Rooms. Night shift manager off 9 very busy functions, conference, weddings and bar suites, catering for up to 850 guests per evening, responsible for a team of 20 + bar & functions staff/night porters. Ensuring that customer service is the main focus of the shift.
Reviewing all procedures on a regular basis to ensure maximum safety for all night's team. Completion of the Night Audit Reports, ensuring they are completed and accurate. To constantly strive to support management in furthering the success of the business as a whole.
Producing detailed handovers and reports for the front desk team on a daily basis. Ensuring a handover is completed on every shift to help eliminate any complaints or issues from the nights shifts. Handling guest complaints.
To carry out the minimum of 2 security checks at regular intervals with special emphasis on security, fire and safety. Fire Marshall and First Aider. To serve food and liquor to company standards. Cleaning of all areas as requested, when necessary.
Night Shift Audit Duty Manager - InterContinental Hotels Group - North West
(2019-02 - 2022-01)
- Ensuring that customer service is the main focus of the shift.
- Reviewing all procedures on a regular basis to ensure maximum safety for all night's team.
- Completion of the Night Audit Reports, ensuring they are completed and accurate.
- To constantly strive to support management in furthering the success of the business as a whole.
- Producing detailed handovers and reports for the front desk team on a daily basis.
- Ensuring a handover is completed on every shift to help eliminate any complaints or issues from the nights shifts.
- Handling guest complaints.
- To carry out the minimum of 2 security checks at regular intervals with special emphasis on security, fire and safety.
- Fire Marshall and First Aider
- To serve food and liquor to company standards.
- Cleaning of all areas as requested, when necessary.
Senior Casino Croupier/Supervisor - Genting Casinos
(2008-01 - 2019-01)
I am responsible for creating a relaxed atmosphere in order to successfully run roulette, blackjack, 3 & 5 card stud poker and Texas Hold 'em tables. As a blackjack/roulette dealer, I follow an ordered betting cycle using verbal commands to control the game and maintain the rules. I use manual dexterity to place, cut and clear chips; and mentally calculate payouts on the winning number. I work quickly and with grace to maintain the edge to the casinos advantage by spinning regularly
Site Manager - Lookers Honda, Toyota & Carcraft - Merseyside, UK
(2005-05 - 2007-12)
Customer liaison and finance management with a view to securing sales. Ensuring there is growth and development of the business through providing core, value added and incremental aftersales products whilst upholding full Duty of Care to our customers vehicles at all times. Working towards a team objective, liaising with colleagues and business planning.
Reporting and updating my team members, with results regularly. Reviewing progress and assessing status with a view to implementing changes where necessary to achieve targets. Working up and beyond expectations to ensure the successful sale of vehicles.
Area Manager - The Phone People Plc - North West
(2000-06 - 2005-05)
Managing a team of 10 stores North West. Be an ambassador of the brand and Company at all times promoting the highest standard of courtesy and integrity when interacting with customers and members of the public. To keep all staff members focused and motivated at all times.
Responsibility for representing the company on a business to business corporate sales role. Assess customer's requirements and design a specific package to fulfil their needs. I used a number of techniques to establish a sales need and negotiate the deal to closure, training and encouragement of staff.
Casino Manager - Casinos Austria International
(1989-03 - 2000-03)
As a Manager I was responsible for staff recruitment, training and motivation and all aspects of business administration.
